Customer service is an essential element of customer satisfaction and loyalty. Seeking and achieving excellence in this field is one of the central elements of the Transform 2015 plan. Beyond the know-how, customer service is first and foremost a question of attitude, to be consistent with the company’s brand image and which must illustrate values. Working seminars bringing together Air France employees from different professions have been set up to define five attitudes of services that support the repositioning of the company around a caring relationship. Through a constantly changing culture of innovation, Air France is also developing personalized service and greater autonomy for its customers.
Even more choice for Air France customers
Air France now offers customers more choice and freedom to create a unique trip according to their own needs. The Company offers new personalized ? la carte services, by developing a range of options to meet individual needs. For example, passengers can now choose an ? la carte option for their in-flight meal.
With the launch of its Mini fares, customers have the choice between a Classic offer, an all-inclusive product, and the Mini offer, a simplified product without checked baggage or Flying Blue miles, with fares starting at ?49 including tax to 58 destinations in France and Europe.
For customers traveling on business, Air France now offers them the various different levels of flexibility they need. On medium-haul, they can for example buy a modifiable ticket at an extra charge in Economy on the outbound flight, and a "flexible" ticket (modifiable at no extra charge) in Premium Economy, only for the return, enabling them to return earlier or later.
Digital services
To give more autonomy to passengers using mobile services, all the stages before and after the flight (booking, payment etc.) can be carried out on their mobile phone or tablet thanks to the many apps developed by the Company.Information is at the heart of any travel experience. Air France uses these innovations to help customers during their trip. The exclusive "AF Connect" service enables all customers to be informed throughout their trip in the event of a flight cancellation, delay, a change in gate or after takeoff, delayed baggage delivery.In the same way, the Company is very active on social media. Air France is continuing to increase the number of exchanges with its fans and followers on Facebook (over 1,3 million fans), Twitter (over 300,000 followers) and many other social media. It regularly provides information on its new products and services as well as changes to its network.
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